Frozen Terms and Conditions


FROZEN Terms & Conditions

These Terms and Conditions relate to the sale of tickets for FROZEN being produced at Theatre Royal Drury Lane. This theatre is owned by LW Theatres Group Limited. (The Company)

Tickets may be purchased online through The Company’s website, by phone or directly through a theatre box office.

All purchasers of tickets must be 16 years of age or over.

The Company reserves the right to make alterations to the advertised time, programme or cast of a theatre production without being obliged to refund monies or exchange tickets.

Tickets cannot be refunded. However, if you are unable to attend we will be able to exchange your booking to an alternative performance if notified up to 48 hours before you were due to attend. Please call us on 0203 925 2998. Our phone lines are open Monday – Saturday, 10am – 5.30pm. Should you need to transfer your existing booking as a result of Covid-19, please contact LW Theatres Customer Relations no later than 11am on the day of the performance. Should you need to contact us on a Sunday, please email the Box Office by 11am at Please ensure you mention the name of the show in the subject line.

It is possible to add refund protection at the point of purchase from our partner Booking Protect. By adding refund protection, you or anybody in your party will be able to claim back a full refund should you be unable to attend the booked event due to reasons outside of your control. This includes things such as accident, injury or illness. A full list of terms and conditions can be found here:  

If a patron cannot or does not want to attend the production tickets purchased through The Company can be put up for re-sale with LW Theatres by emailing

Tickets are not guaranteed to be re-sold.

Tickets can also be put up for re-sale through The Company’s official re-sale partner – Twickets. Visit here for more information.

Tickets may only be purchased or obtained through The Company or its official authorised reseller, Twickets.

If a performance is cancelled ticket holders will be offered alternative performances (subject to availability) up to the seat value on the ticket or a refund of the seat value. The Company will not be liable for any additional expenses incurred by customers in the event of a cancelled performance.

Every member of the audience, regardless of age, must be in possession of a valid ticket in order to gain entry to the theatre. FROZEN is recommended for a general audience aged 6+. Children under 4 years old will not be admitted into the auditorium. Every member of the audience must be able to sit unaided in their own seat.

Ticket holders only have a right to a seat of the value corresponding to that stated on the ticket and The Company reserves the right to provide alternative seats to those stated on a ticket.

All tickets remain the sole property of The Company.

Tickets are non-transferable and must not be resold or transferred to any person or entity for commercial gain or otherwise. If any tickets are resold or transferred (or are attempted to be resold or transferred) for commercial gain by anyone other than official resellers of The Company, then the tickets will become void and the ticket holder will be a trespasser and may be refused entry to, or ejected from, the theatre. In such circumstances, The Company will not be under any obligation to offer a refund and such person may be liable to legal action.

If one person buys multiple tickets, the provision by the purchaser of the tickets to his/ her guests will not constitute a breach of the transfer restrictions under these terms and conditions (provided that the provision of tickets to guests is not made for commercial gain). However, the purchaser agrees that by purchasing tickets, they have agreed to these terms and conditions on behalf of themselves and their guests and the purchaser shall at all times be responsible for their guests’ compliance with these terms and conditions.

The Company may restrict ticket sales to a maximum number per person or household and reserves the right to cancel any tickets purchased in excess of this number.

Any comments or complaints regarding the view from a seat or the audibility of the performance should be made promptly to a member of Theatre Management before or during the performance.

The Company reserves the right to refuse admission in reasonable circumstances. Any customers who are intoxicated or are disruptive, abusive or violent to theatre staff, audience members or performers will be ejected from the theatre. In such circumstances no refunds of tickets will be given.

Mobile phones, pagers, digital watches, laser pens or any other electronic equipment should be disabled when inside the auditorium to avoid disturbing the cast and other customers.

Latecomers will only be admitted into the auditorium at a suitable break in the performance, but admission cannot always be guaranteed and exchanges or refunds for an alternative performance will not be permitted.

The use of photographic and other recording equipment of any kind is strictly prohibited in the auditorium. The Company reserves the right to delete any unauthorised recordings and to eject any customers who are suspected of making recordings from the theatre.

Customers may not bring food or drink into the building other than items purchased in the theatre. The Company reserves the right to refuse to serve alcohol to any customer that appears to be intoxicated and to ask for proof of age prior to serving any alcohol.

Security searches may be conducted and The Company thanks customers in advance for their co-operation in helping us to ensure the safety of all customers.

The Company or The Walt Disney Company (TWDC) may carry out filming and/or photography in the theatre building. By entering Theatre Royal Drury Lane, ticket holders automatically and irrevocably consent to and authorise TWDC, its successors and assigns, to photograph you and/or film you and/or make sound recordings of you and to use same worldwide, for any purpose whatsoever in perpetuity, for no consideration.  All such photographs, film, and sound recordings shall be the sole property of TWDC. If you have any objections to being filmed or recorded please contact a member of the Theatre Management upon entering the building.

The Company does not accept responsibility for the loss or damage of any personal property or for any liability (to the fullest extent permitted by law).

Comments are always welcomed from patrons either verbally to a member of staff or in writing to LW Theatres, 65 Drury Lane, London, WC2B 5SP.

If any provision of these terms and conditions is found to be void or unenforceable, such provision shall be severed from the remainder of these terms and conditions which shall remain in full force and effect.

English law and jurisdiction shall exclusively govern all of the above Terms and Conditions.

LAST UPDATED: Thursday 12 May 2022

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